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EcommerceBytes-NewsFlash, Number 2378 - September 27, 2010 - ISSN 1539-5065    1 of 6

Etsy Modifies Cancellation Policy Due to Seller Concerns

By Ina Steiner
September 27, 2010

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Etsy instituted a controversial cancellation policy on Tuesday. After sellers complained that the process would leave them vulnerable to negative feedback from buyers, it modified the policy. However, sellers were still posting to a discussion board on Sunday expressing dissatisfaction with the new cancellation process.

Initially Etsy said there would be a 48-hour holding period after sellers initiated a cancellation during which time buyers and sellers would be able to leave feedback for each other. With the modified policy, there will be no holding period, but it will still take time for Etsy staff to review cancellations, during which time buyers and sellers can leave feedback.

Buyers will continue to receive a cancellation notice, however, Etsy modified the policy so that the notice does not remind buyers about leaving feedback. Etsy also said it would make a change so that the emails would come from cancellations@etsy.com, is a new inbound email address that goes to Etsy's support team. It is also working on a new field to be included in the email to the buyer so sellers could provide additional information in the cancellation notice to buyers.

Link to original announcement

Link to policy-modification announcement

About the author:

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.

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